General Terms and Conditions for the gornergrat.ch Webshop

As on: 1 July 2025

1. Scope of application

These are the General Terms and Conditions (GTC) for using the website www.gornergrat.ch (hereinafter: Website) and for all orders placed through the website. These GTC govern the relationship between you as a customer and Gornergrat Bahn (Bahnhofplatz 7, CH-3900 Brig; hereinafter: Gornergrat Bahn or We) as the provider.

The GTC in effect when the contract was signed shall apply. The GTC are updated periodically, and so they must be reviewed regularly, and not just when placing the initial order. In rare cases, where we must update the GTC for existing contracts, we will notify you in advance and explain your options (e.g. cancelling the contract).

Our services are primarily defined by website descriptions, and these GTC provide additional details. If a service or function is mentioned in these GTC but is not offered on the website, you cannot claim the right to use that service or function.

Any other contractual terms and conditions, especially those that the customer tries to apply with the order, shall only be valid if we have explicitly approved them in writing.

2. Conclusion of contract and using the site

Unless the website says otherwise, the service descriptions and illustrations presented there constitute a binding offer to enter into a contract with us. A contract is entered into when the customer has filled in all the required details, accepted the terms and conditions, clicked "Pay now", and we have received your order.

Customers are required to fill in all the requested information completely and accurately during the order process. The customer can freely add products in the shopping cart without commitment and update them any time before placing the order. Correction tools are provided in the ordering process for convenience.

Once the order is placed, the customer receives the ordered products directly by email, either as a download or attachment, depending on the product ordered. Sections 3 and 6 outline the rules for changing, withdrawing from, or cancelling contracts.

We also reserve the right to change, adapt, or suspend the website, which includes the online ordering function, without prior notice. The customer is not entitled to use the website in a particular way or to conclude contracts digitally.

3. Scope of services, prices, and payment

The services that can be booked through the website are detailed in the individual offer descriptions. Please note the specific rules in these General Terms and Conditions for buying e-tickets (see section 5 below).

Unless expressly stated otherwise, all prices are in Swiss francs (CHF) and include VAT. Shipping costs will be shown separately.

Payment can be made using the methods listed on the website. You cannot split payment transactions. Please note the terms and conditions of your chosen payment provider. To use a voucher, enter your voucher code during checkout. You cannot apply it after your order is placed. However, you can cancel your current order and place a new one using the voucher, provided it meets the conditions in Section 6. The conditions set when purchasing the voucher still apply while redeeming it (e.g. maximum amount you can use, validity period, etc.).

The Gornergrat Bahn reserves the right to change the services offered, their descriptions, payment methods, and prices at any time without prior notice. For services that have already been booked, the provision in section 6.2 applies.

4. Liability

4.1 Liability for providing services

The Gornergrat Bahn is liable for properly providing the services agreed to. However, we are not liable if the service is not fulfilled or is faulty due to negligence on the part of the customer or a third party, or if it was caused by force majeure or unforeseen events. We are not liable for minor negligence.

Special provisions in these GTC and special laws (in particular the Passenger Transport Act) shall still apply where relevant.

4.2 Liability for the use of the website

The Gornergrat Bahn operates the website and curates its content with the utmost care. Nevertheless, errors cannot be completely ruled out and we cannot guarantee that all content is fully secure, correct, lawful, and up-to-date. Specifically, we cannot guarantee that the website content is free of viruses or other harmful elements, and that the website will always function without errors or that it will support every type of software and operating system on your computer or smartphone. Moreover, we are not responsible for content from third parties or links to their websites.

Visit and use the website at your own risk. Gornergrat Bahn is not liable whatsoever for any damage related to the use of the website and liability is also excluded for our agents and substitutes.

In particular, the Gornergrat Bahn is never liable for any direct, indirect, special, or other consequential damages that result from using our website or any site linked to it. We are also not liable for any loss of profit, business interruption, loss of programmes or other data on your information systems. This is true even if Gornergrat Bahn was explicitly warned that such damage might occur.

However, this is subject to stricter liability required by mandatory statutory provisions.

4.3 Liability for third-party offers

We also link to third-party offers on our website. To avail these offers, we usually redirect customers to the third-party providers' websites. In exceptional cases, customers might be able to order or use third-party offers directly on our website. Unless otherwise stated, Gornergrat Bahn is only an intermediary for these offers, collecting payments on behalf of others. The supplier or service provider you're dealing with is the actual contracting party.

Customers are informed of the identity of the third-party service providers when they use the offer. You are also informed that the general terms and conditions of the service provider in question may also apply to their services. Gornergrat Bahn is not liable for the contents of your shopping cart or for ensuring that the individual items are compatible with each other (in terms of time, location, etc.). Gornergrat Bahn is not liable for the correct delivery or execution of the individual services, unless it is the provider of the service. In such cases, you can only refer to the contract you made with the direct provider and the terms and conditions applicable there.

5. E-tickets

5.1 Definition & preliminary remarks

E-ticket or electronic ticket is a collective term for any ticket with a digital security feature (e.g. RFID, QR code, barcode) that staff or inspection systems can scan for verification, instead of being printed on paper. These include, for example: Print@Home tickets, screen tickets, SMS tickets, automatic ticketing travel authorisations, and single tickets linked to a SwissPass.

For e-tickets ordered for passenger transport, the tariffs of the Swiss transport companies apply by law, specifically the T600 tariff, which you can view at staffed sales points or online (https://www.allianceswisspass.ch/de/tarife-vorschriften/uebersicht).

The following regulations outline key provisions of the tariffs and additional regulations governing the relationship between an e-ticket holder and Gornergrat Bahn. Within the scope of the tariffs, the following rules are examples only. If there is a contradiction, the tariffs take precedence.

5.2 General rules for e-tickets

You must have your e-ticket before you travel (specifically, before your train departs). You must complete your purchase or order before the train departs. You need to have your e-ticket either printed out or accessible on the application on your device. If you can't show your e-ticket, you will have to pay an additional charge.

The order confirmation email (mentioned in Section 2 above) is not your ticket. You can download your e-tickets using the provided link or save them directly to your wallet. The e-ticket with the QR code or barcode must be shown when you travel.

If needed, the ticket (whether it is on the mobile phone or a printout) must be handed to the ticket inspection staff for checking. The ticket inspection staff is authorised to operate your device that has the ticket in order to carry out a proper inspection. If you are unable to show a valid e-ticket to the ticket inspector, you will need to buy a ticket on the spot. In this case, a surcharge is usually levied.

Please ensure that you have the right equipment needed to get and print out the e-ticket or to show the e-ticket on a smartphone or another end device. You assume all risk in this regard. Keep your e-ticket in good condition. Any damage or smudges that alter it in any way would make electronic verification difficult. If you are unable to present your e-ticket, either printed or on your phone, or if electronic verification of the ticket is not possible due to damage or other issues for which you are responsible, you are neither entitled to a replacement e-ticket, and you won't be able to travel or use the service.

Gornergrat Bahn reserves the right to deny travel without compensation if multiple copies of an e-ticket are in use and one has already been validated for travel. Creating multiple copies of an e-ticket is at your own risk.

Modifying, copying, or editing an e-ticket is expressly prohibited. Selling e-tickets commercially is strictly forbidden. Customers who break this rule might be blocked from ordering services in the future. Gornergrat Bahn reserves the right to pursue legal action in such instances.

When using a discounted ticket, you must always carry the corresponding discount card (e.g. Half-Fare travelcard).

Children under six years old ride for free on the Gornergrat Bahn and do not require an e-ticket.

Bikes and bicycles, even those in a TranZBag, are not allowed on the Gornergrat Bahn.

5.3 Validity of e-tickets

The validity period of your e-ticket depends on its type. Please note, e-tickets might have different validity periods than tickets bought at counters or machines.

Gornergrat Bahn return tickets are valid for ten days from the date chosen at the time of purchase. You can travel the booked route once in each direction within this period. You must use one-way tickets on the exact date you selected when you bought them.

Tickets that include special and partner services are only valid on the date you selected when ordering.

6. Refund and cancellation

6.1 Cancellation by the customer

6.1.1 General information

Generally, orders placed by visitors through the website are considered binding, as stated in section 2. Exceptions for withdrawal from the contract (hereinafter: cancellation) or for a refund are only possible if these options are specifically mentioned in the service description on the website or in the following sections, and the conditions outlined there are met. An amendment to the contract or a direct exchange is not possible. Instead, you will need to cancel your original order and place a new one, subject to the stated conditions.

6.1.2 Basic tickets without additional services

You can cancel your e-ticket if you can prove that it hasn't been used. The ticket will be refunded in this situation. Please use this form for a refund. A CHF 10 processing fee will apply for a refund.

6.1.3 Winter offers from Gornergrat Bahn

The following products are winter offers from Gornergrat Bahn

• Snow Fun Passes

• Sledding day pass

You can cancel your e-ticket if you can prove that it hasn't been used. The ticket will be refunded in this situation. Please use this form for a refund. A CHF 10 processing fee will apply for a refund.

6.1.4 Economy tickets (or Good Afternoon Ticket)

This offer cannot be cancelled or refunded.

6.1.5 Combined tickets with Zermatt Mountain Railways

The following products are combination tickets with Zermatt Mountain Railways

• PeakPass

• Peak2Peak

• Gornergrat Round Trip

These offers cannot be cancelled or refunded.

6.1.6 Tickets with special and partner services

The following products include special and partner services:

• NostalChic Class

• Dining with the Stars

• Sunrise trips

• Gourmet tickets

Cancellation is possible up to seven days before the event, by 09:00 a.m. in each instance, but a processing fee of CHF 10 per booking will apply.

After this, no refunds are possible, meaning 100% of the costs will be charged to the customer.

Please use this form for a refund. Gornergrat Bahn must receive your request before the specified date.

6.1.7 Special trips

You can cancel such trips for free up to seven days before your reserved date, as long as you do so by 09:00 a.m. in each instance.

If you cancel seven days or less before your reserved date, a CHF 500 expense fee will be charged.

6.2 Cancellation by Gornergrat Bahn

Gornergrat Bahn reserves the right to cancel contracts for important reasons, and to discontinue agreed-upon services without replacement, to change them, or offer a replacement in some cases. This specifically includes the right to cancel or terminate trips. Important reasons include circumstances where it is impossible to provide services, instances of force majeure, or when providing the promised services becomes unreasonable. Important reasons are, for example:

• Operational interruptions caused by essential construction or maintenance work, severe weather like storms or the risk of avalanches, or strikes;

• if providing the services violates legal requirements or official orders;

• if Gornergrat Bahn has reasonable grounds to suspect that providing an agreed service could jeopardise its smooth operation, safety or reputation;

• if we don't meet the minimum number of travellers needed for a service to be viable.

• If a service is cancelled before it is provided, e.g. before the trip starts, the customer is generally entitled to a refund of the amount that is already paid.

• For services requiring a minimum number of participants (e.g. tickets with partner and special services), Gornergrat Bahn may cancel the trip up to 4 days before departure if the minimum number is not met. Customers will be informed and the amount paid will be refunded.

• If a service is cancelled while it is in progress, e.g. during the trip, customers will receive a refund for the unused portion of the service.

Any additional claims, especially those for compensation or damages, are excluded as per the provisions in Section 4.1. If the customer is (partially) responsible for the important reason behind a cancellation, they will not receive a refund for any amounts already paid or for services not yet provided.

7. Climate-neutral mountain experience with myclimate ‘Cause We Care’:

You can offset the CO2 emissions from your Gornergrat Bahn trip by making a voluntary climate protection contribution. This also helps support local sustainability efforts in the region and mountains. And we will double your contribution. This is an initiative in collaboration with the Swiss foundation myclimate as part of the ‘Cause We Care’ programme.

8. Competitions

8.1 Terms of participation

Unless specified differently on our website, the following terms and conditions govern our competitions and prize draws. Details regarding prizes are available on our website.

You can participate using the entry forms provided on the matterhorngotthardbahn.ch website. Each fully and correctly completed entry will be counted as a separate submission, and multiple entries are allowed. Winners will be randomly selected from all correct entries.

Participating in our competitions is free and doesn't require a purchase. Gornergrat Bahn organizes and runs these competitions. Only persons above 18 years of age are eligible to participate. Employees of BVZ Holding AG, its associated Group companies, including Gornergrat Bahn, and their immediate families are not eligible to participate.

By registering, all participants confirm their personal data is accurate and complete. Providing false or incomplete information, or changing it later, could lead to disqualification and loss of any prizes.

Gornergrat Bahn reserves the right to disqualify individuals from competitions if there is any suspicion of manipulation or unfair practices. This also applies if there are valid concerns about the legitimacy of someone's participation. In such cases, Gornergrat Bahn can refuse or reclaim any prizes already given out and select different winners.

Participants who break the participation rules will be excluded from the competitions and lose any claim to prizes. Additionally, Gornergrat Bahn reserves the right to change, extend, interrupt or completely cancel the competitions, their conditions, or the results without prior notice in cases of force majeure or for other important reasons.

By participating, all participants expressly and unconditionally agree to these terms of participation.

8.2 Notifying winners

Winners will be randomly selected and notified solely by email at the address provided during registration. If winners don't respond within five business days, their prize will be forfeited, and a new draw will be held among the remaining participants. We will not respond to inquiries about the competitions and there is no recourse to legal action.

8.3 Use of personal data

For details on how we handle the personal data of participants and winners, please see our privacy policy, available at the following link: Privacy Policy of Gornergrat Bahn

Gornergrat Bahn is not liable for any data loss during transmission or for technical issues that might affect participation.

8.4 Conditions

Every person who completes and submits the entry form will automatically be entered into the prize draw. Winnings cannot be paid in cash. If a particular prize is no longer available, Gornergrat Bahn reserves the right to offer a substitute prize of equal value.

9. Data protection

You can find information about how Gornergrat Bahn processes your personal data in our privacy policy, available at the following link.

Privacy Policy of Gornergrat Bahn

10. Final provisions

10.1 Invalid clauses

If any of these provisions become partially or entirely invalid or ineffective, the remaining provisions will still be binding. Ineffective provisions will be replaced by valid ones that achieve the original economic purpose as far as possible.

10.2 Applicable law and place of jurisdiction

All legal relationships between customers and Gornergrat Bahn regarding the website and any orders placed through it are subject to substantive Swiss law. This excludes the conflict of laws provisions and the United Nations Convention on Contracts for the International Sale of Goods (CISG) of 11 April 1980.

Any disputes arising from legal relationships between customers and Gornergrat Bahn shall be subject to the exclusive jurisdiction of the ordinary courts where Gornergrat Bahn has its registered office.

Mandatory provisions and places of jurisdiction remain reserved.

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